The chaos began when a malfunctioning metal detector allowed about 12 individuals to pass through security unchecked. Once the error was discovered, police and security personnel were notified and attempts were made to locate the 12 individuals, but they could not be found. Consequently, approximately 800 passengers had to be re-screened, leading to significant delays. Ten flights were cancelled, and 43 were delayed.
In a press conference on 22 May, the airport operator Luxairport revealed that the metal detector malfunctioned because its plug had been accidentally pulled out during nighttime cleaning. Passengers were advised to contact their airlines for reimbursements, which would then be passed on to Luxairport.
In the following days, several individuals reported to RTL that Luxair refused to provide reimbursements or compensation for the delays. Luxair cited European Regulation EC261/2004, which outlines compensation rules based on flight distance but exempts airlines from liability if delays are due to extraordinary circumstances. Luxair classified the unplugged metal detector as such a circumstance.
Luxair reiterated its stance after the press conference, stating they would not provide compensation, having done everything possible to assist and rebook passengers. Passengers do not have a direct contractual relationship with the airport, making it difficult to seek compensation directly from Luxairport.
Contacted by RTL, the Luxembourg Consumer Protection Association (ULC), the National Enforcement Body, and the European Consumer Centre Luxembourg confirmed they had not been contacted by affected individuals. These authorities agree that airlines are not responsible for the incident and are not obligated to provide compensation.
While Luxairport suggested airlines could compensate passengers and then seek reimbursement from the airport, the ULC noted this might be difficult in practice. Passengers seeking compensation might have to pursue civil legal proceedings, with success depending on each case’s specifics. The ULC advises addressing complaints to the party responsible for the issue—in this case, Luxairport. They also suggested that compensation amounts might need adjusting, given the significant rise in ticket prices over the years.
